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    Who is travelling?

    Children (5-15 years)



    With our journey planner, you will be offered the cheapest fares and in some instances, the fastest journey. Please be aware that other journey options are available. To collect tickets purchased online you must present the same card used to make the booking.

    Passenger's charter

    Our Passenger’s Charter outlines our commitment to you, our passengers. Our aim is to provide people with:

    • A safe, clean, reliable and punctual train service
    • Clean and safe stations
    • Reliable, timely and easy-to-use information
    • Friendly, helpful and polite staff.

    As well as this Charter, we have also introduced our Promise, designed to outline what you can expect from us in simple terms. We are also working to improve the integration of our services with other train companies and other transport providers, especially bus services.

    This Passenger's Charter does not affect your legal rights, which are set out in the National Rail Conditions of Travel. Copies of this Passenger's Charter and the National Rail Conditions can be viewed online, free of charge from staffed stations or our Customer Service Centre. Find the full version of our Passenger’s Charter here, or pick up one at your local ticket office.

    Our Promise chevron-down

    Here you can find our Promise. Our Promise is made up of the following six statements, designed to outline what you can expect from your experience with us:

    • We strive to operate to our published timetable, with every train leaving and arriving on time

    • We always sell you the most suitable ticket for your journey

    • We have a guard on every train

    • We clean the inside of each train at least every three hours

    • We will be honest and straightforward in our communications with you

    • In times of disruption, when we know what's happening, you'll know. If we don't know, we'll tell you that too.

    We will make every effort to meet this Promise at all times. If you feel that we have failed to meet our Promise in any way, we would like to know. To do this, please contact our Customer Service Centre.

    Planning your journey chevron-down

    Whether you’re travelling with South West Trains or elsewhere on the National Rail network, we strive to provide you with all the information you need to make your journey. You can find the information you need from the following sources:

    Our website

    Our website offers a range of timetable, journey planning and train running information. Through the website you can:

    • Buy tickets, and collect from the ticket machines at most National Rail stations (after 2 hours)

    • Download and print timetables

    • Make online timetable enquiries

    • Access live departure boards, and check journey information for same day travel.

    National Rail Enquiries

    National Rail Enquiries is the information service which gives train times and advice on how to plan your journey throughout the UK. Using state-of-the-art monitoring equipment, National Rail Enquiries can tell you where trains are during their journey. Information is available by phone on 03457 48 49 50 (lines open 24 hours) or from


    Whether you’re looking for timetables for a specific route, or want an overview of our timetables across the network, you can find and download these schedules from our website - or get printed versions from staffed stations and our Customer Service Centre. New timetables are available four weeks before their start date at stations, on our website and at our Customer Service Centre.

    Ask a member of staff

    We always want to make sure that you have the best information for your journey. From helping you read timetables and advising on any service disruptions to making sure that you know everything you need to, all of our team members are always happy to help. We have a guard on every train who will be happy to answer your questions, and at our stations any member of staff will be able to help you - or find someone that can.

    Our Customer Service Centre

    Our Customer Service advisers are happy to help you with general enquiries about our train service, buying tickets, making arrangements if you need help when travelling and receiving any comments about our services. You can get in touch with them on 0345 6000 650, with lines open between 6am to 10pm. For specific train time information, please contact National Rail Enquiries on 03457 48 49 50, or visit

    Planned engineering work

    Our network requires a regular programme of maintenance and improvement to the track and signalling, which may mean rail lines need to be closed temporarily - causing changes to the normal timetable.

    Engineering work can often affect train services at weekends and public holidays, and sometimes in the early morning or late evening on weekdays. Our aim is to provide information on planned changes at least four weeks in advance on our website. We will also include this information within our published timetables when we can.

    Details of any planned engineering work can be found on our website, and also displayed on our 'Changes to train times' posters at every station nearer the time. Subscribers who opt in to our email alerts can also receive a weekly summary of engineering works here.

    Short notice engineering work

    Sometimes engineering work has to be carried out at very short notice. When this happens, we aim to provide you with the information you need to make your journey as soon as possible.

    Information on all engineering work is available from, our website and our Customer Service Centre. Our team members at stations and on trains will also be able to help you.

    Bus replacement services

    When it is not possible to provide a train service due to closure of the track, we will provide a replacement bus service. Unfortunately, you will not be able to take the following items on the replacement bus services:

    • Large items of luggage

    • Prams and pushchairs that do not fold

    • Cycles that do not fold

    • Animals (with the exception of assistance dogs)

    We apologise for any inconvenience caused.

    Assisted travel chevron-down

    We are committed to meeting the needs of all our passengers, and are on hand to help you if you need special assistance in planning and making your journey. We work to make sure that nothing we do makes a person's disability a barrier to using our services - keeping them accessible, enjoyable and efficient for each and every one of our passengers. 

    For more comprehensive information, click here.

    Passenger assistance

    Our Customer Service Centre can advise passengers with disabilities about travelling with us. If you need assistance please use the online form here or contact our Freephone Assisted Travel service on 0800 5282100.

    We prefer to have 24 hours’ notice if you need assistance. Some stations are not staffed for all or part of the day, and not all of our stations have a step-free route, so we may need to make further arrangements such as booking alternative transport or, where practicable, relocating staff. If you cannot give us 24 hours’ notice we will do all we can to provide help tailored to your needs, but we might not be able to manage this at every station.

    Reduced price tickets

    We offer a number of reduced fares for disabled passengers, whch can be found here. Information on the full range of discounts available is shown in the Disabled Persons Railcard Leaflet. This includes discounts with or without the purchase of a Disabled Persons Railcard. The leaflet is also available at staffed stations or from our Customer Service Centre. 

    Car parking

    At most stations we provide marked bays for blue badge holders. Where these are within the station's chargeable parking area, the normal daily car parking rate will apply. Find out more about car parking at your local station through our station information section.

    Station access

    Unfortunately, at some of our stations it is not possible to get to the platform without using steps. If steps are a problem for you, we will arrange alternative transport (usually a taxi) at no extra cost.

    This transport will take you to and from the nearest, or the most convenient, accessible station from which you can continue your journey. Some stations may be unsuitable for disabled passengers because the station is not staffed for all, or part, of the day. If the station is accessible but unstaffed, our on-train staff are on hand to help you get on and off the train.

    Accessible features

    We want to make sure that our trains and stations are comfortable for everyone. We have ramps on most of our trains, as well as at stations, to help wheelchair users and other mobility-impaired passengers to get on and off our trains. We also have a guard on every train to offer help with using the ramps.

    A number of our stations and trains also have toilets which are accessible to wheelchair users. 

    Reserving a wheelchair space and priority seating

    There are wheelchair spaces and priority seating on both short and long distance services. On long distance services, these can be reserved. Please contact our Assisted Travel team to make a free reservation up to 24 hours in advance, subject to the individual train operator and available space. 


    We provide free luggage assistance for disabled customers and those who have booked assistance. We do request consideration is given to size and weight of luggage as our staff might not be able to assist if the luggage is too large or heavy and space to carry luggage on our trains is limited. At stations with long walking distances between platforms we provide luggage trolleys. For further information on the carriage of luggage, please refer to the National Rail Conditions of Travel.

    Passing on information

    At all stations and on trains (except those on the Island line), we provide train service updates and emergency information by using information screens as well as making announcements. This is designed to help people with visual and hearing impairments get the information they need.

    We know that good announcements are essential to visually impaired passengers, so our employees are trained to speak clearly. There are also induction loops at every station ticket office and on all Help Points, to assist hearing aid users.

    If you need information in an alternative format, such as braille, audio, large print or tactile, please contact our Assisted Travel team. They will be able to provide you with free copies of any of our printed passenger information. 

    Disability equality training

    All of our Customer Service staff receive disability equality training when they join the company, and receive regular briefings on disability issues to help make sure that they know how to best serve all of our passengers. 

    Expectant mothers

    We offer expectant mothers, who are holders of a Weekly, Monthly or longer Season Ticket, a complimentary upgrade to First Class travel when no Standard seat is available.

    Conditions apply - see here for details about our Mums to Be scheme here. If you are an expectant mother who is not a season ticket holder all our services have priority seating available in standard class accommodation. Where seating is not readily available to you please contact our on board staff, who will always do their best to provide assistance in finding you a seat. 

    Travelling with young children

    Many of our trains have been designed with areas of flexible space, making it easier to travel with pushchairs. All of our trains with toilets have at least one facility that offers a baby-change table and space for a pushchair.

    If you need help lifting your pushchair onto the platform or onto a train, our staff will help you, providing that they are physically fit to be able to do so and that you remove your child from the pushchair. Our staff are trained to assist in line with the principle: 'parents take the baby, we'll take the pram'.

    Other useful information

    These leaflets are also available from our Customer Service Centre if you require any further information:

    • Assisted Travel

    • Rail Travel Made Easy

    • Rail Map for People with Reduced Mobility


    Buying your ticket chevron-down

    We promise to sell you the most suitable ticket for your journey. There are a number of ways to buy your train tickets:


    You can buy train tickets online. Tickets may be collected at any of our ticket machines using the valid payment card used to purchase the ticket.


    South West Trains offer smart tickets (loaded to Smartcards) alongside paper tickets on many routes across the network. You can check if the journey you are making is available on Smartcard by checking


    If your journey is available and you are new to South West Trains Smart you can request a smartcard online here.


    Tickets for your Smartcard can be purchased online at You’ll need to allow 2 hours between purchasing your ticket and collecting your ticket at your chosen station. You can purchase tickets instantly using a self service ticket machine at South West Trains stations outside theLondon Travelcard Area.


    For more information about South West Trains Smart click here.

    By telephone

    You can buy most tickets and railcards by telephoning our Customer Service Centre. We accept most major credit and debit cards. Tickets may be collected at any of our ticket machines using the valid payment card used to purchase the ticket, or sent by post. Please allow five working days for delivery of any tickets requested by post.

    At the station

    Our ticket office staff are on hand to help you buy the most suitable ticket for your journey, including railcards and reservations.

    You can pay by cash, rail travel vouchers, rail warrant or most major credit or debit cards. A list of accepted cards is clearly displayed at each station. You can use a Season Ticket rail warrant to pay for Season Tickets, or a company cheque to purchase an annual Season Ticket.

    Tickets purchased online or by telephone may be collected after 2 hours at any of our self-service ticket machines or at most National Rail stations. Make sure you bring your collection reference number and the card you paid with to collect your tickets. 

    All South West Trains’ stations (except Beaulieu Road, Holton Heath, Longcross, Millbrook and Redbridge) have self-service ticket machines for collecting and buying tickets, giving you the option to pay by cash or card for a wide choice of destinations and fares, including 7 Day and monthly Season Tickets.

    Ticket office opening hours are displayed at every staffed station, and are also available on our website or by contacting our Customer Service Centre.

    During times of peak demand we will try our best to make sure that you should not need to queue at a point of of sale (excluding internet or telephone bookings) for more than five minutes, or for more than three minutes at any other time. We monitor queues so that we can take action to reduce them where possible. We will display the peak demand times applicable to each point of sale at a location nearby, accessible to the public at all times, so that passengers can be aware.

    Rail appointed travel agents

    You can also buy your train tickets from rail appointed travel agents, if this is more convenient.

    Refunds if you decide not to travel

    If the train you planned to catch is delayed or cancelled and, as a result, you decide not to travel, a full refund will be given, provided you return the unused ticket as soon as you reasonably can to a National Rail ticket office. This should be no more than 28 days after the expiry date of the ticket. This includes Advance tickets.

    If the train service is running normally and you decide not to use a ticket for your own reasons, it should be returned within 28 days of the expiry date to any National Rail ticket office if you bought it from a station, or to where you bought it from if you purchased the ticket online or by any other means.  A reasonable administration fee may be applied currently £10.00 per application.  

    Refunds are not normally given on Advance tickets; details on this are advised when you buy.

    If your ticket is stored on South West Trains Smart you’ll need to contact our Customer Service Centre to arrange your refund on 0345 810 1010.

    Refunds are available for the unused portion of Season Tickets, in most cases. The ticket must be returned to the station, or agent, from which it was purchased with the refund applying from the date of surrender. Season Ticket refunds are not calculated pro-rata; the amount refunded is based on the difference between the cost of the season ticket originally purchased and the cost of a season ticket for the period up to the date the ticket is surrendered.

    Season tickets offer significant savings for the daily traveller and you may find that, if there is only a small proportion of the validity remaining, your refund will be little or nothing. In this situation, an annual season ticket has no refund value after 40 weeks.

    Buy a ticket before you board

    Before you travel on one of our trains you will need to buy a valid ticket. We offer a range of ways to buy tickets, before or on your day of travel. At a small number of stations we provide a Permit to Travel machine for use when there are no other ticket-buying facilities available. You should insert the maximum number of coins you have, up to the value of your ticket. You must exchange your Permit to Travel for a ticket at the earliest opportunity, and within two hours.

    If the ticket office is closed, the self-service ticket machine is not working and there is no Permit to Travel machine, you should board the train and buy a ticket as soon as is reasonably practical. This should be from the guard, at an interchange station (if you change trains) or at the destination station.

    If you are traveling with a Smartcard it is important that you load your ticket(s) to your Smartcard before boarding the train.

    Penalty fares

    We know that the vast majority of our passengers buy a valid ticket before travelling, and we have a duty to these passengers to make sure no one travels without paying. For this reason, we run a penalty fares scheme across most of our network. Currently, Island Line stations are excluded.

    If you travel to or from a station within the penalty fares area without a valid ticket (or validated Oyster card) you may be liable to pay a penalty fare. We have a policy to prosecute all deliberate fare evaders whenever possible. See our penalty fares section for more information.

    Your journey chevron-down

    Help and advice during your journey

    One part of our Promise is to have a guard on every train. If you need any advice while travelling all of our team members on trains and at stations are available to help, or there are 24-hour Help Points at all of our stations. You can normally find them on the platform.

    Getting a seat

    We operate a ‘walk on’ service, which means that you can join any South West Trains service if you have a valid ticket and as a result we cannot guarantee you a seat, especially during peak periods or during disruption. However, we always aim to provide as many seats as we can to minimise the number of passengers who have to stand.

    We do not offer seat reservations on our trains. Standard class tickets are not valid in first class except for Weekend First upgrades or where you have paid the appropriate excess fare.


    We work in partnership with the British Transport Police, Network Rail and local authorities to improve security at our stations, on our trains and in our car parks. To help reduce crime and help make all passengers feel safe and secure, we have invested in the following initiatives:

    • Closed Circuit Television at all South West Trains stations, monitored 24 hours a day, 7 days a week.

    • CCTV on board all South West Trains services.

    • Deployment of Rail Community Officers, accredited under the Railway Safety Accreditation Scheme. These officers provide a highly visible deterrent to crime and antisocial behaviour, and are employed to enforce the railway byelaws.

    • Funding for additional British Transport Police officers, dedicated to the South West Trains network.

    • Provision of security guards at key locations to deal with antisocial behaviour.

    • Provision of Help Points on every station platform.

    We continue to work towards gaining Secure Station accreditation for our stations wherever possible. This is a government-led initiative that recognises stations that have met strict criteria for security.


    We welcome the integration of train and cycle travel. We continue to increase the provision of cycle storage areas, often in partnership with local authorities, and provide cycle racks or storage at most of our stations. Where we have CCTV installed at stations we try to make sure the cycle racks or storage areas are included in the coverage.

    Many of our trains get very busy, and there is not always room to carry cycles safely and comfortably. For this reason, space for bicycles is limited and is not available on most peak-time commuter services in and out of London.

    On the Waterloo to Exeter services you need to reserve a space for your cycle. Cycle reservations are free, and can be made at most staffed stations. We recommend you make your reservation at least 24 hours before you travel. On the rest of our services where bicycles are allowed, you cannot reserve a space. This is allocated on a first come, first served basis.

    We will carry compact fully folding bicycles with wheels of less than 20’’ in diameter on any train or replacement rail service, provided they are folded and stowed as luggage.

    Our Cycle Policy is published in our timetable book, and shows the services where bikes may not be carried. Find out more about travelling with bikes on our trains here.

    Catering on trains

    Most longer distance services have an 'at seat' catering trolley service. Our timetable shows which trains offer a catering service. Please note that the catering service may not be available at weekends if the train service has changed because of engineering work, particularly services early in the morning or late in the evening. If the advertised catering service is unavailable we will do our best to let you know before you join the train. Find out more about our train catering options.


    For the comfort and safety of all our passengers, smoking is not allowed on any of our trains. Also, in line with all other UK train companies, we enforce a complete no smoking policy at all of our stations. This ensures that all areas of the station are smoke-free, whether they are enclosed or otherwise. Smoking is allowed in car parks, and open forecourts.

    Lost property

    The South West Trains Lost Property office is at London Waterloo station, and is open from 7.30am to 7pm, Monday to Friday. You can register your lost item online or by phoning the Lost Property office on 020 7401 7861.

    All lost property found on trains or at stations is sent to our Lost Property office. Please allow a minimum two working days before contacting us about your item. You may be charged for the return of your item, although you will be advised of the cost if your item is found.

    For more information, click here.

    Train service disruption

    Sometimes things outside of our control happen that cause disruption to our train service. When incidents happen, for safety reasons we may have to change our timetables without giving any warning. We always try our best to minimise disruption, to keep you informed and to recommend, or provide, other means of travel.

    If disruption happens after you have started your journey we will do our best to get you to your destination station, or provide other means of transport. If your journey is not possible we will do our best to get you back to an appropriate station. When there are serious delays, staff will give you access to a telephone and help make sure you can contact those expecting you.

    If you are delayed for over an hour while travelling with us, we will offer you a complimentary non-alcoholic drink where train catering facilities exist, and where stocks are available.

    All our trains have a public address system and our staff have smart phones, which enable them to receive information on the train service from our control centre. As it says in our Promise, "when we know what's happening, you'll know. If we don't know, we'll tell you that too".

    Punctuality and reliability of our trains

    Another area of our Promise is to strive to operate to our published timetable, with every train leaving and arriving on time. However, we do appreciate that there are occasions when you may be delayed on your journey. Under certain circumstances we will provide compensation - you can find out more about claiming compensation below.

    Compensation for delays or cancellations: Monthly or longer season tickets chevron-down

    Monthly or longer Season Tickets

    There are two different types of compensation available. These are:

    • Passenger's Charter: applies if over a period of 12 months we have failed to meet our Passenger's Charter standard.  

    • Void Period: applies to a specific Service Group if a peak period has been severely disrupted.

    Passenger's Charter compensation

    These are our Passenger's Charter standards for train service performance:

      Mainline Suburban Island Line
    Punctuality 89% 92% 95%
    Reliability  99% 99% 99%

    We aim to exceed these standards at all times, but on some occasions, our train service may be disrupted and we may fail to meet these. We will give you a 5% discount on the price of your Season Ticket if, on average, over the previous 12 months either:

    • Punctuality has been more than 2.5% below the Passenger's Charter standard, or;

    • Reliability has been more than 1% below the Passenger's Charter standard (0.75% on the Island Line).

    We will give you a 10% discount on the price of your Season Ticket if, on average, over the previous 12 months both punctuality and reliability fall below these Passenger's Charter standards.

    If the monthly average performance figure falls below these Passenger's Charter standards, we will provide Passenger's Charter compensation, which will be given to you as a discount off the price of your renewed Season Ticket.

    You can find a record of our train service performance here, or take a look at one of our 'Performance' posters at stations. Delays and cancellations that are caused by incidents beyond the control of the rail industry are not included in our performance results.

    This includes:

    • Security Alert

    • Extreme weather

    • Fatality or suicide

    • Vandalism

    • If we have published in advance an alternative timetable.

    If trains are cancelled or delayed because of these reasons, we will display the number of trains affected on any Performance posters.

    To claim your Passenger's Charter compensation, you must renew your Season Ticket within four weeks of your previous ticket's expiry. Your new ticket must be for the same journey, and for the same or a shorter period of time.

    If you are changing your Season Ticket to cover an alternative route, a longer distance or longer period on a South West Trains journey, or upgrading your journey from Standard to First Class, the discount applied will relate to your previous ticket held. Please contact our Customer Service Centre for further advice.

    Please note that where your journey involves travelling on the trains of more than one train company, you will only be able to claim from one of those companies. Please ask at the ticket office or call our Customer Service Centre to find out which Passenger's Charter scheme is relevant to your journey.

    Void Period compensation

    If the performance of our train service falls below an acceptable level during a peak period, it will be declared 'Void' for the Service Groups that are affected. We will provide proportionate compensation for any Void Period. When you renew or surrender your Season Ticket, our ticket office staff will apply any Void Period compensation to which you are entitled. This will be given to you as a discount off the price of your renewed Season Ticket, or as a cash payment if you prefer. If you renew your Season ticket at a ticket vending machine, at one of our stations, you should apply to the ticket office to obtain your compensation payment.

    If you purchase or renew your Season Ticket through our telesales or on the Smartcad from our website, you can obtain your refund at a South West Trains ticket office or apply in writing to our Customer Service Centre. Please enclose your expired ticket or your Smartcard number.

    Travelcard Season Tickets

    If you bought a Travelcard valid for one month or longer from one of our ticket offices, or our Customer Service Centre, and you normally travel on South West Trains services, you will also be able to claim one of the discounts detailed in the Passenger's Charter compensation section above.

    If you bought your Travelcard from anywhere other than a South West Trains outlet or a monthly travelcard on an Oyster card from one of our ticket machines, we will consider your claim if you have proof that you use South West Trains for all or part of your journey (for example, a home or work address close to a South West Trains station and details of the journey you make). Please write to our Customer Service Centre if making a claim, enclosing your old ticket as well as a photocopy of your new ticket or a copy of your Oyster card journey history.

    Compensation for delays or cancellations: Weekly and all other daily tickets chevron-down

    All other compensation claims will be considered on an individual basis. As a guide, please expect the following:

    A delay to your journey

    If you are delayed for one hour or more (half an hour for Island line Trains) due to a failure of the rail industry, you will be given the full amount of the cost of that part of the journey. See the list of incidents beyond the control of the rail industry for exclusions.

    We will compensate the full cost of a single ticket or half the cost of a return ticket. If you are a 7 Day Season Ticket holder, you will be given the proportionate cost of the price of the ticket.

    We will not compensate tickets for journeys if we told you about the delay or cancellation before you bought your ticket, and compensation applies to all journeys on South West Trains only. If we have had to introduce an emergency timetable, these compensation arrangements will be based upon the emergency timetable.

    Compensation will be paid by the equivalent means to the original ticket bought. Alternatively you may request payment by National Rail vouchers, these may be used in payment (or part payment) for any rail journey on any rail company.

    If you don't make a journey

    See our refunds guide for more information if you don’t plan to travel.

    How to make a claim

    Please complete our online claim form here. Alternatively you can obtain a comments form from our ticket offices or the Customer Service Centre and send it to our Customer Service Centre. Your claim must be made within 28 days of the ticket expiry date. Please enclose your travel tickets or include your Smartcard number.

    Listening to your views chevron-down

    We carry out research to see what you think about all aspects of our service. Your feedback is important to us and we offer customers a variety of opportunities throughout the year to discuss issues, ask questions and comment on our service.

    Feedback from our customers is vital to how we run our network. It enables us to understand how you think we are doing, spot where improvements can be made and to identify how we can make our service better.

    Meet the Managers at our Passenger Forums

    Twice a year we will hold an all-day event at London Waterloo Station giving you the opportunity to meet and talk with South West Trains and Network Rail Alliance
    teams. The events gives us the opportunity to tell you about the projects we are working on to improve your railway and give us valuable feedback on how we are doing. You can expect to receive responses to concerns raised at these sessions and gain an insight into the running of our business. We take your views seriously and the feedback you give us often results in changes.

    Tweet the Manager #TTMSWT

    Tweet the Manager sessions are held monthly and give you the opportunity to get fast and direct feedback from managers on questions you have about the train service and facilities. Follow us on twitter @SW_Trains to join us on these sessions. If you are not able to join us a Q&A will be available on our website within 48 hours.

    Web Chats

    Twice a year we hold a live web chat event with thedirectors of the South West Trains and Network Rail Alliance, giving you an opportunity to put forward your suggestions, ask questions and put forward your ideas in an open forum. Dates will be posted on the website well in advance of the event. Click here for further information.

    Customer Newsletter

    Our regular customer newsletter brings you the latest news and information about your trains, stations and network.
    Further details and event dates can be found here.

    The South West Trains Passenger Panel is an independent body of volunteers hailing from all corners of the network, representing our diverse customer base. Formed in 2002, their goal is to represent the needs and concerns of South West Trains customers to the
    business leadership. The Panel meet several times a year and undertake a range of activities, advocating customer needs and issues. They welcome passenger
    comments and suggestions, and can be contacted via Customer Relations, or by writing to Passenger Panel C/O Friars Bridge
    Court, 41 - 45 Blackfriars Road, London, SE1 8NZ. Or visit their webpage here.

    Making a comment or complaint

    All comments, complaints, praise or suggestions about our services are welcome. We have a specialist Customer Service Centre team who are there to receive your comments or resolve your complaint. Complaints are analysed by senior managers, who are responsible for delivering an ever-improving passenger experience, and recommendations for change are often made as a result of your feedback. Your feedback can, and does, help us improve our service.

    If your issue is with another train company we will forward the correspondence to the correct company, or advise you of correct contact details. When we have passed your correspondence to another company we will tell you we have done so, and will give you that company's contact details.

    If you are contacting us about a problem on a journey, please include:

    • Date and time of travel

    • Start/destination stations

    • Your tickets or photocopies if you are a Season Ticket holder

    • Your address and/or phone number

    • Your preferred times and method for us to contact you

    • Any other information you feel may be relevant.

    Further information chevron-down

    Here you can download our Customer Comments and Complaints Handling Procedure that can be found here, or request a copy from our Customer Service Centre if that is more convenient.

    Contacting our Customer Service Centre

    There are a number of ways you can contact us. If you are writing to us or emailing us, please also include a daytime contact telephone number, as this can help us to reply to your correspondence more quickly or discuss points with you in greater detail. Comment forms are also available at all staffed stations.

    Our response times

    We aim to respond to 90% of comments and complaints within 10 working days. If a full reply cannot be made within 20 working days, we will contact you to update you.

    It may take longer to provide a full reply and if this is required, we will send you an acknowledgement after 10 working days and a full reply within 20 working days.

    If you are unhappy with our reply

    We will work hard to address any concerns that you have in a way that makes you feel satisfied. If you are unhappy with our response, please let us know. Alternatively, you can contact Passenger Focus or London TravelWatch (in the London and surrounding area). These are independent bodies set up by the Government to protect rail users' interests.

    Outside London

    Transport Focus


    Tel: 0300 123 2350

    Twitter: @TransportFocus

    Freepost RTEH-XAGE-BYKZ

    PO Box 5594

    Southend on Sea

    SS1 9PZ

    London area

    London TravelWatch

    By post: 

    London TravelWatch

    169 Union Street

    London, SE1 0LL


    Tel: 020 3176 2999 (Monday to Friday, 09.00 to 17.00)

    A map showing the London TravelWatch area is available on their website.

    Definition of terms chevron-down

    Service Groups

    Each Monthly or longer Season Ticket falls into one of 8 Service Groups, depending on your journey. These are as follows:

    1. Weymouth/Portsmouth via Eastleigh to London Waterloo

    2. Portsmouth Harbour via Havant to London Waterloo

    3. Exeter St. Davids/Yeovil Junction to London Waterloo

    4. Alton to London Waterloo

    5. Windsor & Eton Riverside/Hounslow/Weybridge via Staines to London Waterloo

    6. Reading/Aldershot via Ascot to London Waterloo

    7. Main suburban routes to London Waterloo

    8. Island Line routes on the Isle of Wight

    Where your journey can be made using trains from more than one Service Group, your Season Ticket will be allocated to the Service Group that has the highest frequency of trains stopping at your origin station during peak periods. Ticket office staff can tell you which Service Group your Season Ticket falls into.

    Passenger's Charter Performance

    Passenger's Charter Performance posters display details of Void Periods, and our monthly train performance record for punctuality and reliability. This information is displayed on our website, as well as on posters at the following major stations:

    Aldershot, Ascot, Basingstoke, Bournemouth, Bracknell, Clapham Junction, Guildford, Haslemere, Havant, London Waterloo, Portsmouth Harbour, Portsmouth & Southsea, Reading, Richmond, Ryde Esplanade, Ryde Pier Head, Salisbury, Shanklin, Southampton Airport (Parkway), Southampton Central, Surbiton, Weymouth, Wimbledon, Winchester, Woking and Yeovil Junction.


    Percentage of peak hour trains arriving at destinations within 5 minutes of scheduled time (Monday to Friday).


    Percentage of the advertised train service actually operated (Monday to Friday all day).

    Peak periods

    Peak periods are the times of day when our trains tend to be busiest. This applies to trains arriving at London Waterloo between 7am and 9.59am, and leaving London Waterloo between 4pm and 6.59pm. Peak periods do not apply on weekends and public holidays.

    Void period

    Void period is where there has been serious, extended disruption during a morning or evening peak period, and when no alternative (such as replacement bus service) has been provided.


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